International Journal of Quality and Service Sciences: Volume 14 Issue 3

Marketing platform products for successful customer outcomes: an empirical investigation of project process integration

Paul C. Hong, Young Soo Park, Xiyue Deng, David W. Hwang

Cross-functional teams engage in developing platform projects which become the basis of many smaller projects. The purpose of this paper is to examine how project teams engage in…

The evolution of quality: from inspection to quality 4.0

Evandro Eduardo Broday

Quality has undergone several transformations over the past decades. From the inspection to total quality management (TQM), some tools have been created to improve the performance…

Resilience of Brazilian health-care professionals during the pandemic

Claudia Araujo, Marina Siqueira, Liliana Amaral

Health-care professionals are caring for patients in unprecedented circumstances during the COVID-19 pandemic, dealing with scarce resources, higher demand and uncertain outcomes…

Assessing service quality and the perceptual difference between employees and patients of public hospitals in a developing country

Ernest Afene Fiakpa, Thu-Huong Nguyen, Anona Armstrong

This study aims to examine service quality in Nigerian general hospitals and determines possible differences in service quality perceptions between employees and patients.

Influence of quality management and allied certifications on consumers

Neeraj Yadav, Pantri Heriyati, Harsh Kumar, Dewi Tamara

The perception of consumers towards the products or services that are provided by organisations that are certified to various international quality management and allied…

Customer incivil behavior and employee retaliation

Arpita Agnihotri, Saurabh Bhattacharya

The purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation.

Quality, resilience, sustainability and excellence: understanding LEGO’s journey towards organisational excellence

Jens Jörn Dahlgaard, Loukas N. Anninos

This study aims to reflect on quality, sustainability and resilience as emerging organisational priorities within total quality management (TQM) and organisational excellence.

Corporate image as an enabler of customer retention

Vai Shiem Leong, Diyana Maslina Hj Ahady, Nazlida Muhamad

This study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles in…

Consumer behavioral intention to use restaurant, concert and education services online during and after the COVID-19 pandemic: evidence from Brazil

Jorge H.O. Silva, Camila Favoretto, Igor Roberto Amancio, Gilberto M.D. Ganga, Fabiane L. Lizarelli, Glauco H.S. Mendes

This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic.